Sky stream remote and puck not working…

[Ellie871]

Hi 👋 I have had Sky stream since the end of March with no issue until today. This morning the remote stopped working. I changed the batteries and went through the troubleshooting steps to connect the remote to the puck. It isn't working as meant to and the puck keeps shutting down. The remote works ok for about 10 minutes and stops again. WiFi is connected and all the cables are fine. I have restarted the puck through the settings but the problems are unresolved. 

[Fothergill1]

@Ellie871To get you some help with this I have escalated your post to the Sky Community Messaging Team who will send you an invitation for an online chat in the morning

The link below explains how the procedure works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Keep a look out for the speech chat bubble that will appear on the bottom left of your screen when you are logged onto this forum (you will need to refresh your browser from time to time until you see the chat bubble). When the blue bubble does appear you have 48 hours to respond or the chat will be automatically closed.  Note replies from Sky are not instant so you will need to regularly check the chat thread.

[Tom-W19]

Thanks for escalating. We've sent an invite to @Ellie871.

[G+Champion]

This issue seems to be the same one that occured back in Feb?

I had it then and I have it now. The BT remote will not wake up the puck from sleep. NW standby is ON, power save is OFF.

Other people are complaining so its not just me alone.

You need to fix this again please, and fast.